“PLEASE do not purchase this item. There are three major problems I’ve had. Firstly, the delivery process was long and majorly flawed. They arranged it for a Monday when I was at work so I phoned up to rearrange for a Tuesday when I was home to which they agreed. It never turned up on the Tuesday. Then the following week they phoned and said it was coming on Monday again to which I couldn’t do but was told by the person on the phone I basically had to let them leave it in a safe place to which I did. They then proceeded to damage my porch which I have evidence of. Throughout all this, the quality of the customer service is terrible and refuse to take accountability. Onto the product, for just under £200, the quality is absolutely abysmal. It arrived chipped, it has now been put together as they wouldn’t do anything about my issues and my partners size 10 shoes don’t fit (poor design!) the quality is so bad it feels like it’ll last a couple of weeks. I urge every customer to stay away from Daals.”
“Customer: "Hello, I have ordered a sofa, but the 7am-5pm delivery window on a Tuesday that you allocated to me on Monday afternoon is a bit broad and a bit last minute, so I can not do it."
Daals: "Do you have a safe space on your property to leave it?"
Customer: "Its a sofa!!! I live in London, so unless you can hide it behind the bin, I don't think so".
Daals: "Ok, in that case we will have to reschedule your delivery and it will be within 10 working days again, and if you don't like our next 10-hour working day delivery window, it will be within 10-days again.
I had to cancel my order, with such low professionalism, I can not see how a product can be any good.
Just hoping now my refund will not take as long as delivery.
Sad to see businesses losing money by having poor management. Entertaining experience though.”
“This the worst company i ever have to deal with it,
I receive a broken headboard for the bed i ordered 10 days ago and still after many days and phone call no one knows when i'm going to receive replacement for broken headboard and they told me if when we come and your not home we going to change you for delivery so i guess i have to lose one day work wages as well on top of wasting my time,
I made a mistake by not reading the reviews because they have so many one stars customers review
So please stop buying from this crook company because they simply don't care
Be smart and read a reviews before shopping.”
“We purchased an outdoor furniture set and covers for £1,500 from Daals, which was specifically advertised as "weatherproof," "strong and durable through all weather," and manufactured from "high quality aluminium".
Less than one year later, after one of the UK's warmest winters, the furniture set failed completely, displaying multiple deep cracks and visible dents. This failure directly contradicts Daals' product description and the expectation of longevity that justified the price.
When we contacted Daals for a resolution, they acknowledged the issue but refused to offer a replacement set of similar quality. Their proposed resolution was an unacceptable refund offer: initially £100, which was later raised to £200. This refund amount is negligible given the £1,500 cost and the complete failure of the product within 12 months. They essentially expect us to accept a £1,300 loss for furniture that didn't last 12 months.
We believe Daals is attempting to take financial advantage of its customers by selling a premium-priced, defective product and offering a minimal, non-commensurate refund. We are pursuing our complaint through the Ombudsman and Trading Standards to seek a full resolution, as the furniture did not meet basic durability standards.”
“Absolute garbage they supply. Wardrobes were damaged and paint wasn’t properly sealed so it was crumbling away. Told them. Spent last week trying to get them to collect them. They’re refusing to collect the draws even though that’s part of the order.
Genuinely can’t explain how bad their email customer service is. The quality is terrible and the customer service is worse.
AVOID unless you want loads of hassle and absolute garbage products.”
“We ordered a bench from Daals UK and unfortunately it arrived damaged. After pratting about for weeks they have agreed the return for replacement but they keep putting everything back to us. We have slowly been loosing the will to live! It looks like the only way to resolve this is for us to cancel the order and raise a despute with the card company. Save yourself the grief and avoid like the plague!!!!”
“This company is horrible! Order 2 chairs and decided to return because they were uncomfortable. They have a terrible return process. No customer service number. You have to email them for returns and then they tell you that you have to return on your own and pay for postage and they charge a 25% restocking fee. So, they charged me 59.99 to ship (no free shipping). and will charge $100 to restock (not sure what they are restocking as chairs came assembled in the box) and I have to pay to ship back? What a bunch of crooks. They also sent me an email asking how we can resolve so I dont have to return. Don't buy from this company!”
“Awful customer service
Fined me £60 for a missed delivery even though I was home that day. I then cancelled the order with them didn't want to risk another fine. Will order with a reputable company. Stay clear of this business.”
“As a first-time home buyer, I understand that you can make mistakes when choosing where to shop, and unfortunately, Daals has proven to be one of mine. While their furniture designs might look appealing online, the customer service experience has been absolutely horrible.
I was hung up on once, and when I finally managed to speak with a representative, she flat-out refused to help me. Despite having written confirmation via email that I should let Daals know when I am returning my product, she refused to handle my query and would not transfer me to anyone else. To make it worse, she actually said: “If you want to buy from us, you buy, but we won’t help you.”
That is an outrageous way to treat any customer, let alone someone trying to navigate their first home purchase. Bigger, more reputable companies understand that new buyers often need support and guidance — Daals clearly does not care.
Do not be fooled by their designs. The furniture might look nice, but the way they treat people is unacceptable. If you value service, respect, and accountability, avoid Daals at all costs.”
“Ordered both the 3 and 5 drawer Maru drawers. The soft close mechanism is not fit for purpose, and the drawers will not stay closed. I have repeatedly provided Daals with photos and videos showing their drawers are faulty, followed every instruction for adjustments, and even dismantled and repacked the furniture for collection following their request. Now they are advising my refund and collection have been put on hold while they ‘re-review’ the same evidence, despite telling me to dismantle and pack in original packaging. The soft-close mechanisms don’t work, the top-drawer holes are misaligned, and the customer service has been unhelpful throughout. Different operators each time and they will not escalate my complaint to a Senior Manager. Reading reviews, it’s clear I’m not alone in experiencing poor service and faulty products. I would strongly advise against ordering from this company. The moment there is an issue or fault they do not honour their legal obligations. I am an Interior Designer and deal with many furniture retailers. I have never experienced such poor customer service and will never order from them again.”
“An absolutely dreadful level of customer service and protection of personal data.
The company sent me a damaged parcel that someone had c,early returned and left a written copy of all their personal details inside the box.
They then proceeded to lie to me by saying that they would deal with the matter internally and compensate me, which they didn’t.
I hope the team contacted the other person involved, as I reported the issue to trading standards”
“I wouldn't touch this company with a barge pole. Paid over 400 quid for bar stools which were such poor quality, material weave had pulled when I received them. Customer service was shocking, refund refused unless I dismantled and re packaged. The products are rubbish and customer service zero”
“Extremely Disappointing Experience – Poor Communication & Zero Accountability
I placed an order and requested to cancel it within an hour. I received an email from their representative confirming the cancellation and stating I’d receive a refund within 14 days.
Two days later, I received a shipping confirmation from another rep. I immediately shared the email confirming the cancellation and refund, only to be told that it “wasn’t communicated to the shipping department” and the item would still be sent.
I asked if they could stop the shipment through FedEx (which I’ve done for my own customers as a business owner) and was told the only option was to be home and deny the delivery. Unfortunately, they shipped it without requiring a signature, so I had no way of knowing when it would arrive or to ensure I’d be there to refuse it.
Now they’re trying to charge me a 25% restocking fee—for an order that was clearly canceled in writing, and only shipped because of their internal miscommunication.
The entire situation has been mishandled from start to finish, and not once did anyone take a customer-first approach or acknowledge their mistake. As a business owner myself, I would never treat a customer this way. I won’t be purchasing from this company again based on principle alone.”
“Daals are misrepresenting their products on their website claiming to use wood when they aren’t. This is misselling.
Products are very cheap looking, not easy to put together, had issues with several drawer runners and the front of the drawers keep falling off.
Despite the “nice” response on Trustpilot, this is the real final response I got by email from their aftersales manager who refused to confirm if any wood was even used in the furniture:
—
“As advised, the information requested is not something we are required to provide. Unfortunately, there is nothing further we can offer on this matter. Should you wish to take it further, you may seek independent guidance.
Kind regards,
Alan
Aftersales Manager””
“I ordered the Manresa Rope 5-Seater Sofa Set in Taupe and Beige. The order process was smooth, and the delivery even arrived a day early with a helpful call confirming the time.
Unfortunately, the problems began on delivery day. The 3-seater sofa had a large dent on the arm, and the table was scratched all over. I raised a return request immediately and provided multiple photos of the damage (even before unpacking). Despite this, the team repeatedly asked for more evidence of the box and damage.
Since then, I’ve been trying to return the faulty items, but the process has been frustrating. The team insists on the items being repackaged before collection, but because of health and safety, they won’t be able to remove the items from my garden, meaning I have to leave them outside on a public road. They refuse to confirm a collection date without the items being packaged first, but I can’t package them properly without knowing when collection will happen.
After two weeks of back-and-forth, the situation remains unresolved. This seems like a poorly handled returns process that unnecessarily complicates what should be straightforward. My suggestion would be simple: confirm the collection date, and I’ll package the items on that day and provide evidence accordingly.
It’s disappointing that common sense and clear communication could prevent negative reviews like this one.
I am hopeful to come to a resolution soon.
Update: it is now August 8th and I still do not have an exchange date in place by the business. I flagged the poor quality of my furniture on the 23rd June, it has been back and forth since then. 14 working days ago, I was told it would be resolved within 10 days. Here we are, still no idea on when they will exchange and provide me with quality goods.
Update 2: 11th August. Today I spoke to someone via online chat, thought I’d change tactics. James was honest and provided the first real update in months. Sadly, my order exchange wasn’t given to ‘planning’ until last week. They are ‘aiming’ for this week, but they have ‘10 days’. So, once again the clock has reset, I have no idea how they think that it’s okay for them not to put something through and then reset the timeframe after being the ones who missed it. I can’t wait for this to be resolved and so I can never buy from these people again. Genuinely mind boggling. Everyone I’ve spoken to has had an order damaged, but I’m the only one who has had to wait months for a resolution. When you’re paying upwards of £1500, you expect a higher quality of customer service. I 100% do not recommend
Update 3: I commented on a FB post detailing my experience in the vain hope someone would help me. They sent me a private message and confirmed it was back to ‘awaiting planning’. When I questioned why nothing had moved, I was told that ‘I’m sorry you feel this way. We can’t give you information we don’t have’.
So basically, at this point, this company has sold faulty good and literally stolen my money almost two months later. Absolutely outrageous.”
“I purchased a faulty wardrobe from this company, and they are refusing to accept a return despite their supposed 12-month warranty. I am currently disputing this matter with the credit company. This furniture company is a complete disaster - avoid them at all costs.”
“The lack of customer focus is not something I'd expect from a retail company.
I wanted a garden sofa set delivered by the weekend and ordered the Express Delivery which states it will be delivered within 5 working days. I should have ordered it on a Monday but hadn't measured up. The customer services advisor told me to place the order after the 2pm cutoff time and they will aim to deliver it but the Friday ( they had 4 working days instead of 5). However when I placed the order and called, no one wanted to help me. Even worse, when I placed the order, I got an email with a date 7 working days away (not 5 working days). I called every day but by Thursday afternoon there was still no confirmation of the delivery date. One customer advisor told me they may be able to deliver it on Saturday but by Friday afternoon there was still no communication regarding the expected delivery date.
Having paid for their 5 day Express Delivery I should have received notification on Friday for a Monday delivery but when I called at 3pm they still could not give me a date. One customer advisor told me their 5 day Express Service is not 5 days but up to 7 days. She said it is in their T&C's. I could not find this information anywhere on the website. I ordered in good faith, that the delivery time on their website which states 5 days would be delivered within 5 days or earlier (as advised when I placed my order).
I've cancelled my order simply because I cannot deal with a company who cannot give a delivery date or have a customer service team who can help and provide clarity. I suspect the fault is actually with their planning department, who don't appear to be able to plan at all.
When I asked if I could escalate or speak to a manager, the request was refused outright. No one took responsibility or accountability . I agree with a review that stated Daal's Customer Services responses appear to be designed to frustrate rather than resolve.
I will personally be avoiding this company. I would advise others to do the same. There are plenty of companies out there who can plan and have Customer Service at the hear of their business. Daal is not one of them”
“Terrible delivery service — not suitable for single women or anyone without help.
I live on the 2nd floor with no lift and clearly stated this in the delivery instructions. The drivers dumped the heavy flat packs at the entrance and refused to carry them upstairs. I’m 5'2" and physically can’t move them. Daals offered no help — just told me to pay extra to hire someone or pay again to return it. Completely unacceptable. If you live alone or need actual delivery support, avoid Daals - I have not even open the boxes, wish me luck!”
“Ordered a bedroom large chest of drawers and 2 bedsides from Daals, images online show a different colour to what was received. Customer service response was I can return at my expense...cost to ship 125kg to Coventry? When quoted the consumer rights act for misrepresentation of goods as described they wanted to twist this to: we changed our minds, even after giving them clear photographic evidence. It then turns out that the large drawers were badly damaged and appeared to be packaged that way from the factory. Still Daals would not swap the incorrect colour for an alternative that we would be happy with. It took nearly two weeks to get a replacement which arrived in a very battered box, clearly a customer return which also had damage on the side and front. Reading how poor the customer service is for Daals if you have an issue, we settled to keep the units and except a small refund for the damage.
Point is the pictures are misleading as the item shows a brown/grey wood unit not what was received as a flat grey and also we didn't choose to order a customer return item, we expected a factory fresh unopened unit. All the requests for reviews from Daals relate to the delivery which was well communicated and on time, it seems the customer service agents are well trained to shut down any issues or complaints promptly with no regard to consumer law. Dealing with Daals is a bit like Russian roulette, if your product arrives on time without issues then all is good, if not it really is a battle to get what is a correct order of reasonable quality. We won't be using them again.”
